The Role
The Senor Service Assurance Manager is a key role within Digital and Technology responsible for Service Management delivery assurance across their assigned D&T product, platform or infrastructure Tribe(s).
Assigned to and embedded within the D&T Tribes your will provide the primary link between Service Management practices and Tribe members; this role ensures that Service Management practices are fully embedded, complied with and that the IT Services provided by the Tribe(s) are meeting the Service Levels required by the Business operations and it Stores.
As an ambassador for Service Management, you will promote ITIL4, DevOps, and SecOps as complimentary frameworks, working with the various product and platform owners, squad leaders and their teams to support them to effectively balance velocity and throughput needs with the standardisation and risk reduction and operational stability achieved through adherence to the Service Management Practices.
This role will proactively monitor performance levels, identifying trends, risks and issues and will work collaboratively with the relevant Tribe leaders and its members to develop Insights, establishing root causes, and planning and tracking the implementation of required improvement initiatives and interventions.
The Senior Service Assurance Manager is accountable for the performance achieved by the assigned Tribe(s) and will be able to demonstrate the increased performance and maturity over time.
This role requires regular engagement with Tribe leadership and key business stakeholders to understand current challenges and risks and to reinforce the value of Service Management practices ensuring alignment, buy in and sponsorship for improvements.
Assigned to and embedded within the D&T Tribes your will provide the primary link between Service Management practices and Tribe members; this role ensures that Service Management practices are fully embedded, complied with and that the IT Services provided by the Tribe(s) are meeting the Service Levels required by the Business operations and it Stores.
Your responsibilities:
Manage overall Tech services across the Distribution Centre
Managing overall change management, problem management and incident management
Communication with Senior stakeholders in business and technology teams
Working closely with Product and Engineering teams to ensure stability across the distribution centre
Managing IT support teams
Driving service level performances and reporting
Essential skills/knowledge/experience:
Experience in Service Management
Experience in managing major incidents, problem management
Preferable experience in Logistics and Retail industry